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Global Service Desk Supervisor

Job ID: 5087

Updated: Jun 26, 2019

Location: Chicago, IL, United States

Category: Information Technology


About Kirkland & Ellis

Kirkland & Ellis LLP is a preeminent, full-service law firm with offices around the world and a staff as diverse as the practice areas we support. Our clients range from Fortune 100 companies to medium and small corporations, financial institutions, and private equity firms.  Known for our commitment to excellence, Kirkland strives to provide superior service to our clients as well as our fellow employees. From Information Technology to Human Resources, Paralegal Services to Business Development, Kirkland offers non-attorney professionals challenging careers in a variety of functional areas. Whether starting or growing your career, Kirkland can offer a performance-driven culture filled with bright and innovative teams of co-workers.

Essential Job Functions

The Global IT Service Desk is responsible for providing premium, 24 hours a day, 7 days a week call center and email support to all Attorney’s, Paralegals and administrative personnel in regards to technology-related issues and requests.  The purpose of the Service Desk Supervisor position is to provide general oversight that ensures best call coverage and quality of service through shift/call monitoring, best practices training, ticket handling and/or escalation assistance, coaching and operational instruction to Service Desk analysts.

The supervisor will oversee and manage the daily activities of the Service Desk functions, communicate management goals and objectives to the Service Desk staff, monitor the performance of Service Desk personnel and identify performance issues, oversee the performance evaluation process, conduct disciplinary actions, handle employee-related issues.  The supervisor will also work with the leadership team to develop and supervise consistent application of departmental policies and procedures.

ESSENTIAL FUNCTIONS

  • Developing tactical plans with frequent oversight by a Manager level employee or higher. 
  • Effective business writing, articulation of information and answers in team and customer meetings and delivery of prepared presentations.
  • Is able to create and deliver performance reviews, improvement plans and career plans  with manager supervision
  • Excellent judgment in assessing user issue; expert trouble-shooting methodology.
  • Excellent interpersonal skills, brings conflicts & disagreements into the open and attempts to resolve them collaboratively.
  • Understands and assists in problem management process.
  • Ability to identify issues and recognize possible patterns.
  • Investigate and compare data from different resources and take a pro-active approach to quick resolution of issues while keeping manager abreast of situation.
  • Expertise in working issue through to best resolution either through own knowledge or proper, timely escalation.
  • Expert proficiency in core application suite.
  • Expert PC troubleshooting skills.
  • Develops and executes training modules for the team as needed. 
  • Understands and assists in problem management process. 
  • Mentors other team members.
  • Participates in FW projects as the technical representative of the Service Desk.
  • Plans and implements major initiatives related to the support center.
  • Performs complex feasibility studies, life-cycle analysis and cost/benefit studies.
  • Plans and establishes priorities and manpower utilization.
  • Assist in the training and instructing personnel.
  • Any other functions/duties as assigned by management

Qualifications & Requirements

In addition to demonstrating considerable experience in the areas of responsibility listed above, the successful candidate will demonstrate expertise in providing prompt, professional and courteous services on all customer requests, problems, and queries.  The candidate must have excellent oral and written communication skills, must show strong interpersonal and customer service skills, and will have the ability to be process-oriented yet flexible.  The candidate must be able to interact with individuals in all levels of the Firm’s business.

The Service Desk Supervisor position requires 2-5 years of experience supervising a customer support operation, including Service Desk and front-line support.  Required technical background includes experience with Windows 10, Microsoft Office Suite, Citrix/VPN, HiPam and Active Directory.  Hands-on experience with problem-ticket systems, SLAs, and problem escalation management is crucial.  Familiarity with customer satisfaction metrics is important.  The preferred candidate will be well versed in many technology disciplines and will have a BA/BS degree and technical certifications.  Proven commensurate experience will be considered in lieu of a BA/BS degree and technical certifications.

Education, Work Experience, Skills

  • Required: Bachelor’s degree or the equivalent
  • Required: Minimum 5 to 7 years of experience in a professional services environment, law firm experience preferable.  
  • Required: Team lead level experience or above is preferred.
  • Preferred: A+ and/or Microsoft certification are desirable.
  • Experience with SQL reporting preferred

Technologies/Software

  • Messaging
  • Document Management
  • Word processing, spreadsheet and presentation
  • Remote Computing
  • PDA devices
  • Windows Operating System
  • Firm administrative systems
  • Trouble ticketing database/Knowledge base
  • Automated Call Distribution System

Current K&E Technologies

  • Internet Explorer 11
  • Microsoft Windows 2010
  • Microsoft Office 2016 Suite
  • iManage DeskSite and FileSite
  • Citrix /VPN
  • AirWatch
  • Avaya
  • Microsoft Multi-factor Authentication
  • ITSM Ticket Management System
  • Lenovo laptops and desktops

Certificates, Licensures, Registrations

  • ITIL Foundations
  • HDI call center certifications.

How to Apply

Thank you for your interest in Kirkland & Ellis LLP.  To complete an application and submit your resume, please click "Apply Now."

Equal Employment Opportunity

All employment decisions, including the recruiting, hiring, placement, training availability, promotion, compensation, evaluation, disciplinary actions, and termination of employment (if necessary) are made without regard to the employee’s race, color, creed, religion, sex, pregnancy or childbirth, personal appearance, family responsibilities, sexual orientation or preference, gender identity, political affiliation, source of income, place of residence, national or ethnic origin, ancestry, age, marital status, military veteran status, unfavorable discharge from military service, physical or mental disability, or on any other basis prohibited by applicable law.

Closing Statement

The www.kirkland.com job postings and recruiting mailbox are for candidates only. If you are a recruiter, search firm or employment agency, and do not have a signed contract with Kirkland & Ellis LLP ("K&E") and have not been asked specifically to submit candidates, you will not be compensated in any way for your referral of a candidate even if K&E hires the candidate. Direct contact with K&E employees in an attempt to present candidates is inappropriate and will be a factor in determining any future professional relationship with the Firm.

 
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